Case Study: Cater Care achieves streamlined IT and HR operations and improved employee experience with Freshservice

Cater Care partners with Freshworks’ ITSM suite to provide exceptional Employee Experience

Cater Care is a 100% Australian contract catering, accommodation and facility management provider operating 207 sites, delivering over 5,000 meals daily and employing 2,456 staff. Rapid growth exposed weaknesses in internal support—IT, HR, Marketing and Quality had no centralized ITSM, relied on manual email workflows, and struggled to scale: IT agents were bogged down by repetitive tasks and a six-person HR team handled ~200 tickets per month each with poor SLA management and no reporting.

Cater Care implemented Freshservice for its simplicity and flexibility, standardizing workflows and automating repetitive tasks. The result was faster ticket resolution and higher user satisfaction, improved visibility across IT and HR, and better agent productivity via automation and ML-driven suggestions; HR automated onboarding/offboarding and now focuses on strategic people initiatives. Cater Care plans to extend Freshservice to procurement, payroll, safety and other teams as a single source of truth.

Cater Care

Blair Logan

Head of IT